Relationship Manager

Location - Hyderabad
Exp - 4yrs in banking sales

Job Name: Preferred Relationship Manager
Overall Goal:
Is responsible for
Acquisition of new Preferred customers
Enhancement of the relationship by cross-selling products and services as per the profile & need of the customers
Deepening the size of the relationship
Retention of the customers by providing the best possible services and being the dedicated point of contact for these customers
So that
HDFC Bank is the primary banker for these Preferred relationships Maximum share of wallet of these customers is with HDFC Bank
Key Result / Responsibility Areas:
Sales:(Acquiring, Enhancing ,Deepening and Retention)
Acquire new customers who meet product criteria and flag them on the system o Referrals generated from existing customers
o Leads generated by branch staff & personal leads
o Databases
o Premier Acquisition Channel
Increase liabilities size of relationship via:
o Balances in a/c’s of existing customer
o Acquire all related ids of the Primary id and send racing request on Web-
based system/entry form to CPU for flagging and grouping
o Use FD maturity reports to track maturity of HDFC FDs and prevent
outflow
o Use wallet profile to track FDs in other banks and divert them into HDFC
on maturity
o Use wallet profile sheet to track accounts and products with other bank
and transfer the same
o Know the customer’s business to proactively provide financial solutions
Utilizing the sales resources (BDR or COEX or Asset Coordinator) for optimal sales support
Penetration of products across family groups.
Sales across all product segments-TPP, Assets, Cards etc.

Portfolio Management
Identify existing/new customers who meet Preferred product criteria and flag them on the system and upgrade these customers under the Preferred programme in line with the Preferred grouping criteria
o Liaising with PB to flag eligible customers from Classic portfolio
o Identifying customers through Large Transaction reports (LTR)
o GMs or VPs of all Cat A companies and CSRM salary account companies
which meet programme criteria and have future potential
Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolio
o By grouping them with their family members who already hold accounts with us
o By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us
Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reached
o Ensure that within each customer group a minimum number of stipulated Income Generating products are sold
Ensure that the Customer Group profitability is achieved
o Manage Band 1 and 2 customers and ensure that they are moved to Band 3
and above
Ensure that atleast one income product is sold to each Preferred group in the year Regular contact is maintained with all portfolio customers such that 125 customers are contacted every month and entire portfolio is contacted atleast once every quarter
Customer interactions are duly updated on CCM/CRM Next
Profile changes (if any) are duly updated in CRA/CRM Next
Enhancing customer wallet size
o Ensuring that customers make us their primary bank
 Knowing about where all the customer is currently banking and
moving him to our Bank
 Ensuring that customer scope is done and products targeted
accordingly
 Sales to family members and associates which have been grouped
together Attrition control of customers
o Includes persuading the customer to continue and if required renew FD’s o Deepen by cross selling ‘sticky products’ like Demat, Bill Pay, Advisory. o Ensure quality of relationship while racing. Should be capable of
maintaining eligibility
o Regular customer contact to establish needs of the customer and
opportunities to cross-sell

o Monitor large amount movements and account closure from the deposit accounts and ensure that customer does not attrite
o Ensure that the marketing analytics list on possible attrite, is called and retained
Customer Services
Ensure quality customer service is delivered
Disseminating required product information
Recording complaints as per the specified process
Resolving all complaints received from preferred customers within the stipulated TAT’s
o Ensure appropriate customer communication on closures & copy of that to be filed.
Preventive complaint management
o Asking for feedback from customers, who may not be complaining
Promoting all direct banking channels and ensuring that the customer is utilizing the same
o Check back on recent customer’s registered to DBC channel and give any specific help required
Achievement of income plans and other benchmarks
Ensure that income plans for the month and year are duly met across products Achieving of portfolio level benchmarks of CTG and IPH
Income product to be sold to each group of the portfolio in the year
Ensure that the benchmark sales per day is met
Operations
Ensure certification of documentation required for opening and maintaining customer accounts
Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)
Ensure that 5-S norms are adhered to for individuals workstation Reporting: Head Relationship Manager and Branch Head
Competencies:
Sales and Influencing Skills
Banking Product & Process Knowledge
Planning and Organizing Skills
Communication Skills
Knowledge of Competition & Current trends in financial Industry.

Certification:
AMFI Certification
NCFM Certification (Optional) CAIIB (Optional)
Internal Certification
Education:
Post Graduate in any discipline.
Experience:
2-8 years in a sales & / or relationship role in any of the sectors mentioned below